Methods, systems, and products for interactive voice response

ABSTRACT

Methods, systems, and products are disclosed for administering a personal interactive voice response service. A personalized greeting is retrieved that is associated with a calling party and with a called party. The calling party&#39;s response to the greeting is received, and stored information is retrieved that is associated with the calling party&#39;s response and with the called party. The stored information is presented to the calling party.

CROSS-REFERENCE TO RELATED APPLICATIONS

This application is a continuation of U.S. application Ser. No.10/152,966, filed May 22, 2002, and now issued as U.S. Pat. No.7,127,400.

FIELD OF THE INVENTION

The present invention relates to telecommunications and moreparticularly relates to systems and methods for enabling a telephonesubscriber to customize the handling of incoming calls using interactivevoice response (IVR).

BACKGROUND OF THE INVENTION

Not long ago, telephone services were considered necessary but expensivesuch that a household typically had a single telephone line to serve allof the household members. Today, telecommunications technologies havegreatly expanded and telephone services have become less expensive. Manyhouseholds now have two or more telephone lines, and many people carryportable telephones, also known as mobile or cellular telephones. Somehouseholds may have added a second home telephone line for a youngchild, an aging parent, a fax machine, or a dial-up Internet connection.Additionally, each member of the household may have a separate mobilephone with a mobile phone number unique to that member.

However, there is rarely a home telephone line for each member of thehousehold, and if a household includes a large number of people, it isnot practical to have a home telephone line for each person.Furthermore, there are occasions when mobile phones must be turned offor may not provide quality or affordable service. People may also bewary of providing their mobile phone number to others who are not eitherclose friends or relatives. Accordingly, having a primary telephone linefor all members of a household is still important to most residentialtelephony customers.

When a telephone rings at a house, a user may answer the call only tolearn that the call is for a child who is not at home. The user may takea message for the child on a piece of paper and leave the message forthe child to see. Alternatively, the call could be for the user'sspouse, who may be on a business trip, but reachable through a mobilephone. In this case, the user may provide the mobile phone number to thecalling party, so the calling party may call the user's spouse directly.Alternatively, the call could be from someone, e.g., inquiring about anewspaper advertisement to sell one of the family's cars. The user maynot wish to answer the call at that time, but instead direct the call toa voice mailbox for later retrieval or to play a specific message withfurther information about the car.

In an environment in which a telephone number is shared by a number ofpeople, a caller frequently does not have control over routing its callto a specific member of the shared environment. The called party doesnot have a convenient way to specify incoming call routing instructionsbased on which member of the household the caller is trying to reach.Additionally, the called party has no means by which to route anincoming call to a specific member based on the topic of the call, e.g.,a caller inquiring about a newspaper ad selling a used car. Furthermore,the called party has no way to route an incoming call to a specificrecorded message (e.g., driving directions to an upcoming party) basedon input from the caller.

When more than one person is associated with a telephone line, incomingcalls may be for several different people and varying purposes. Even insituations where there is only one person associated with a telephoneline, the user cannot generally specify how to handle incoming callsbased on the caller's purpose. Thus, there is a need for a system andmethod allowing residential customers to specify the handling ofincoming calls.

Residential telephony customers typically do not enjoy many of thefeatures and services related to management of incoming calls that areavailable to business customers. One reason for this is the high cost ofthe customer premises equipment (CPE) required to provide such features.Thus, interactive voice response (IVR) systems have historically beenused only in business environments for the handling of incoming calls.

Prior IVR systems are large, expensive, and self-contained. Typically, astand-alone box containing the IVR system is connected to one or moretrunk lines for the business. When an incoming call reaches a trunkline, the caller typically hears a menu of choices, e.g. “press theextension of the person you wish to reach; press 1 for a companydirectory; or press 0 for the operator.” These menus are preprogrammedin a customized terminal that is usually adjacent to the stand-alone boxthat houses the IVR system. Additionally, the IVR system requiresprerecorded announcements and plays the same menus to all callers, eventhough there may be hundreds of people served by the trunk linesconnected to the IVR system. Thus, IVR systems utilized by businessesare not desirable for residential customers because of the expense andlack of customization available. Accordingly, there is a need for asystem and method of providing a network-based personal IVR service thatenables residential customers to customize the manner in which incomingcalls are handled.

SUMMARY OF THE INVENTION

The present invention provides a personal IVR system with a web-basedinterface allowing the user to specify treatment of incoming calls basedon voice or touchtone responses provided by the calling party. Agraphical user interface (GUI) available over a computer network, suchas the Internet, allows the user to personalize greetings that callershear, as well as customizing treatment of callers based on the caller'sresponse to the played greeting.

For example, the user may specify an initial greeting that plays “Thankyou for calling. If you are calling for Jim, press 1; for Mary, press 2;for the kids, press 3.” Topic-specific prompts may also be included in ainitial greeting, e.g., “for directions to the party, press 4; forinformation about the used car advertised for sale, press 5.” Thedirections and information about the car are available to the user basedon the user's selection. The user could choose to record an initialgreeting or other messages, either over the telephone or over theInternet, so that the messages are played to callers in the user'svoice. Additionally, the user may enter text, via a PC or wirelessdevice connected to the Internet, that is played back for the caller,based on the caller's response, via text-to-speech conversion usingvoice extensible markup language (VoiceXML or VXML) technology.

Resulting actions, such as call forwarding, distinctive ringing, orremote notification of the incoming call may also be included. Thetelephone network may be either AIN or softswitch/server-basedarchitecture. These and other objects, features, and advantages of thepresent invention may be more clearly understood and appreciated from areview of the following detailed description of the disclosedembodiments and by reference to the appended drawings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1 illustrates an exemplary AIN environment of exemplary methods andsystems of operation of the present invention.

FIG. 2 illustrates an exemplary softswitch environment of exemplarymethods and systems of operation of the present invention.

FIG. 3 illustrates an exemplary environment of exemplary methods andsystems of call processing of the present invention.

FIG. 4 illustrates an exemplary environment of exemplary methods andsystems of implementing a personal IVR service according to the presentinvention.

FIG. 5 is a flow diagram illustrating an exemplary method forimplementing an exemplary system of the present invention.

FIG. 6 is a flow diagram showing an exemplary method of operation of thepresent invention.

FIG. 7 is a flow diagram illustrating an exemplary method of callprocessing of the present invention.

DETAILED DESCRIPTION OF THE INVENTION

The following detailed description utilizes a number of acronyms whichare generally well known in the art. While definitions are typicallyprovided with the first instance of each acronym, for convenience, Table1 below provides a list of the acronyms and their respectivedefinitions. TABLE 1 ACRONYM DEFINITION AIN Advanced Intelligent NetworkASR Automated Speech Recognition CPE Customer Premises Equipment DTMFDual Tone Multi-Frequency GUI Graphical User Interface IP IntelligentPeripheral ISDN Integrated Service Digital Network ISP Internet ServiceProvider IVR Interactive Voice Response IXC Interexchange Carrier LECLocal Exchange Carrier MGCP Media Gateway Control Protocol PC PersonalComputer PDA Personal Digital Assistant PIN Personal IdentificationNumber POTS Plain Old Telephone Server PRI Primary Rate Interface PSTNPublic Switched Telephone Network SCN Service Circuit Node SCP ServiceControl Point SIP Session Initiation Protocol SMS Service ManagementSystem SPA Service Package Application SS7 Signaling System 7 SSPService Switching Point STP Signal Transfer Point TCAP TransactionCapabilities Application Part TCP/IP Transmission ControlProtocol/Internet Protocol TTS Text-to-Speech VXML or VoiceXML VoiceExtensible Markup Language WAP Wireless Application Protocol WSPWireless Service Provider XML Extensible Markup Language

Voice extensible markup language (VoiceXML or VXML), is an XML formatthat utilizes existing telephony technology to interact with users overthe telephone through speech recognition, speech synthesis, and standardweb technologies. Lucent®, AT&T®, IBM®, and Motorola® founded theVoiceXML Forum to create a unified standard for voice dialogs. Part ofthe driving force behind the development of VXML is the use of IVRsystems for call center automation.

VXML promotes service portability across implementation platforms. VXMLis a common language for content providers, tool providers, and platformproviders and strives to accommodate the requirements of a majority ofvoice response services. The language describes the human-machineinteraction provided by voice response systems, which includes: outputof synthesized speech (text-to-speech); output of audio files;recognition of spoken input; recognition of dual-tone multi-frequency(DTMF) input; recording of spoken input; control of dialog flow; andtelephony features such as call transfer and disconnect.

An exemplary VXML system includes a VXML gateway that accesses static ordynamic VXML content on the Internet. The gateway includes a VXMLbrowser (interpreter), a Text-to-Speech (TTS) engine, an AutomaticSpeech Recognition (ASR) engine, and the telephony hardware thatconnects to the Public Switched Telephone Network (PSTN) via a T1, PlainOld Telephone Server (POTS), or Integrated Service Digital Network(ISDN) telephone connection. A POTS line is the type installed in mosthomes and can only handle a single connection, whereas a T1 contains 24individual channels. VXML gateways contain one or more telephony cardsthat handle things such as digital signal processing, call control, andcall bridging. Most of the vendors of these cards support a wide rangeof connection options including T1, E1, POTS, and ISDN.

An exemplary voice dialog utilizing VXML typically includes severalsteps. First, a caller dials up the system, and the call is received bythe telephony hardware and routed to the VXML browser. The VXML gatewayretrieves a VXML document from the specified web server and plays aprerecorded or synthesized prompt. Next, the caller speaks into thetelephone or presses a key (DTMF input) to indicate a selection based onthe played prompt. The telephony equipment sends the recorded sound tothe ASR engine (if it's speech), which uses a predefined grammarcontained in the VXML document. The VXML browser then executes thecommands in the document based upon the ASR results (a match against thegrammar or not) and plays another prerecorded or synthesized prompt andwaits for the caller's response.

Automated speech recognition uses recorded audio from a telephony cardand advanced algorithms to match the recorded audio against dictionaryand grammars. A grammar defines sets of words and phrases that itexpects the callers to speak. TTS engines use a number of algorithmsthat utilize prerecorded speech to form the sounds for words. As astarting point, the basic phonemes of the language to be spoken arerecorded and filed away. These phonemes are then combined to form wordsusing a lexicon that tells the TTS engine what phonemes make up aparticular word. The words are combined to form sentences and so onuntil the TTS engine has built the entire phrase, which is usuallyreturned as a “wav” file. As is known in the art, a “wav” file is aMicrosoft® Windows® proprietary format for encoding sound and isdesignated by the “.wav” extension.

A document server, e.g., a web server, processes requests from a clientapplication, the VXML Interpreter, through the VXML interpreter context.The server produces VXML documents in reply, which are processed by theVXML Interpreter. The VXML interpreter context may monitor caller inputsin parallel with the VXML interpreter. For example, one VXML interpretercontext may always listen for a special escape phrase that takes thecaller to a high-level personal assistant, and another may listen forescape phrases that alter caller preferences like volume ortext-to-speech characteristics.

The implementation platform is controlled by the VXML interpretercontext and by the VXML interpreter. For instance, in an IVRapplication, the VXML interpreter context may be responsible fordetecting an incoming call, acquiring the initial VXML document, andanswering the call, while the VXML interpreter conducts the dialog afteranswer. The implementation platform generates events in response tocaller actions (e.g., spoken or character input received, disconnect)and system events (e.g., timer expiration). Some of these events areacted upon by the VXML interpreter itself, as specified by the VXMLdocument, while others are acted upon by the VXML interpreter context.

Further information, including hardware/software platform requirements,may be found in Voice XML Version 2.0 by VoiceXML Forum, said documentbeing incorporated herein by reference in its entirety.

FIG. 1 is a diagram of an exemplary environment for operation ofexemplary methods and systems of the present invention. Connected to apublic switched telephone network (PSTN) 102, an exemplary environmentis an Advanced Intelligent Network (AIN) 104. For brevity, only a basicexplanation of AIN 104 is provided. Where AIN 104 operates or iscomposed differently in an important aspect from that which would beunderstood by those skilled in the art, additional details are providedherein. For further information regarding the referenced AIN 104 andaspects thereof, the interested reader is referred to the commonlyassigned patent to Weisser, U.S. Pat. No. 5,430,719, which isincorporated herein by reference.

AIN 104 includes a variety of interconnected network elements. A groupof such network elements includes the plurality of central offices whichare indicated as service switching points (SSPs) 106 and 108 in FIG. 1.An SSP typically includes switch functionality, but also includes otherfunctionality so as to communicate with other AIN elements as thoseskilled in the art understand. As further illustrated in FIG. 1, SSPs106 and 108 have a plurality of subscriber lines, or calling lines,connected thereto. Each SSP serves a designated group of calling lines,and thus, the SSP that serves a particular calling line may be referredto as its serving SSP. For example, SSP 106 serves calling lines 110 and112, while SSP 108 serves calling lines 114 and 116. Each calling lineis connected typically to a piece of terminating equipment including aplurality of telephones individually referenced as 118, 120, 122, and124. Although telephones are illustrated as the pieces of terminatingequipment in FIG. 1, those skilled in the art will understand that suchpieces include other telecommunications devices such as facsimilemachines, computers, modems, etc.

Pursuant to a preferred embodiment, each active calling line in an AINis assigned a multi-digit calling directory number. In the U.S., thedirectory number typically consists of ten digits. In the description ofthe present invention, the term “directory number” is used in itsgenerally understood meaning to be the number which is dialed or inputby a caller or source and used by the network to route the communicationso as to reach a piece of terminating equipment on a calling lineassociated with the dialed directory number. A directory number iscommonly referred to as a telephone number or calling line number.

SSPs 106 and 108 are interconnected by a plurality of trunk circuits126. These are the voice path trunks that interconnect the SSPs toconnect communications. The term “communication” or “call” is usedherein to include all messages that may be exchanged between a caller(or calling party or originating party or subscriber) and a called partyor destination.

Each of SSPs 106 and 108 is connected to another type of AIN elementreferred to as a local signal transfer point (STP) 128 via respectivedata links using the Signaling System 7 (SS7) protocol, which is wellknown in the art. Much of the intelligence of the AIN resides in yetanother type of AIN element referred to as a local service control point(SCP) 130 that is connected to STP 128 over an SS7 data link. Among thefunctions performed by SCP 130 are the maintenance of network databasesand subscriber databases as represented collectively by databases 132.Databases 132 may be used in providing telecommunication services to asubscriber. Typically, SCP 130 includes service package applications(SPAs) that are used in connection with or as part of databases 132 inthe application of telecommunication services or enhanced features tocalling lines.

The local STP 128 may be connected to other network elements of AIN 104through a regional STP 134, which in turn may be connected to a regionalSCP 136. Both regional SCP 136 and local SCP 130 are connected viarespective data links to a service management system (SMS) 138. SMS 138interfaces to business offices of the local exchange carrier (LEC) andinterexchange carriers (IXCs).

In order to keep the processing of data and calls as simple as possible,a relatively small set of triggers is defined at the SSPs for each call.There are three types of triggers: originating, terminating, and dialingplan. With regard to the present invention, a trigger in the AIN is anevent associated with a particular calling line (i.e., terminating) thatgenerates a message to be sent to an SCP. The trigger causes the SCP toquery its service package applications and databases for processinginstructions with respect to the particular call. The results are sentback to the SSP in a response from SCP 130 through STP 128. The returnmessage includes instructions to the SSP as to how to process the call.The instructions may be to tell the SSP to take some special action as aresult of a customized calling service or enhanced feature, such as apersonal dialing plan. In response, the SSP moves through its remainingcall states, collects the dialed digits, and may generate furthermessages that are used to set up and route the call. Similar devices forrouting calls among various local exchange carriers are provided byregional STP 134 and regional SCP 136.

SMS 138 also is connected via a data link 140 to one or more intelligentperipherals such as the illustrated intelligent peripheral (IP) 142. Inan exemplary environment, IP 142 may be a service circuit node (SCN). Bythis data link 140, SMS 138 provides IP 142 with information relating tonew subscribers and updates for existing subscribers, and withinformation relating to network operations such as new services,upgrades to existing services, measurements, audits, and maintenance.The IP 142 that receives information from SMS 138 may be one of manykinds of elements used in telecommunication services. IP 142 includesvoice and DTMF signal recognition devices and voice synthesis devices.

In addition, IP 142 is connected to one or more (but usually only a few)SSPs via ISDN links 144 as shown by the connection to SSP 108.Optionally, IP 142 may be connected to one or more SCPs via a TCP/IPconnection, such as TCP/IP connection 146 which connects IP 142 to SCP130.

In another exemplary environment, a softswitch may be used instead of anSSP. A softswitch is a software-based entity that provides call controlfunctionality. As shown in FIG. 2, elements in a softswitch architecturenetwork 200 include a softswitch/call agent/media gateway controller202, a media gateway 204, a signaling gateway 206, a feature server 208,an application server 210, and a media server 212. A softswitch mayinteroperate with the PSTN 102 through media gateway 204 and signalinggateway 206 via signaling to PSTN switches and AIN platforms. Signalinggateway 206 and media gateway 204 are deployed at the boundary betweenthe PSTN and the softswitch. All other components may be locatedanywhere within the network that makes sense with regard to access andoperational considerations. The softswitch network may access networkelements in the PSTN for routing, billing, emergency services, and otherservices as needed.

Feature server 208 is related to the features of call agent 202. Featureserver 208 may be built into call agent 202 without distinction betweenthe functions, to provide call-associated capabilities such as callwaiting, three-way calling, speed dial, and other features that areapplied to a call. Application server 210 provides services that mayresult in the termination of a call (e.g., voice mail, conferencebridge, etc.) or delivering services and information to an end user.Application server 210 can be coupled to data networks, such as theInternet, to gain access to information systems to provide services tothe user.

Call agent 202 interfaces with media server 212 using protocols such asMGCP (media gateway control protocol), H.248, or SIP (session initiationprotocol), which are well known to those skilled in the art, to directmedia server 212 to provide necessary media interactions as part ofdelivering services. Call agent 202 delivers calls to application server210 using SIP or H.323 protocols, which are well known to those skilledin the art. Application server 210 takes over the call and may drivemedia server 212 as needed to provide necessary media interactions aspart of delivering services.

Media gateway 204 is an endpoint or collection of endpoints. The primaryrole of media gateway 204 is to transform media from one transmissionformat to another, most often from circuit to packet formats or fromanalog/ISDN circuit to packet as in a residential gateway. Media gateway204 is always controlled by a media gateway controller, such as callagent 202. Media server 212 operates as a slave to call agent 202 toperform media processing on media streams. Media server 212 providessupport for multiple codecs and transcoding, support for control bymultiple media gateway controller functions, and support for multipleconcurrent building blocks.

Systems and methods according to the present invention include anetwork-based personal IVR service that is configurable by thesubscriber or user in real time. The user specifies what the callerhears, e.g., “press 1 for Sue, press 2 for Jim.” The user also specifiesthe call handling rules that apply to each incoming call. Additionally,other screening and call notification features may be used, as well asdistinctive ringing. Initial greetings, options, and call handling rulesmay be entered via a computer network, such as the Internet. Examples ofsuch rules are to forward calls to a forwarding number, to play aninitial greeting, etc. The rules or instructions can be quickly changedvia the Internet and can be customized for each directory number that issubscribed to personal IVR service. To include specific information tobe provided to callers as part of the personal IVR service, there aretwo options: (1) type in the information and it is played to the callerusing a TTS engine, or (2) store a prerecorded announcement.

FIG. 3 depicts an exemplary environment for operation of exemplarymethods and systems of the present invention. A caller 302 or 322desires to call a user 304 who is subscribed to personal IVR service.The call is routed to the directory number for user 304 using a voicetransport network 306, which triggers a central office or switch 308serving user 304. Central office 308 queries an SCP 310 serving user 304for processing instructions with respect to the call. SCP 310 determinesthat user 304 is subscribed to personal IVR service. SCP 310 accesses anapplication server 314 and a customer profiles database 316, whichincludes call handling rules and text previously entered by user 304through a web-based interface or other means, via a secure intranet 318.

The text or prerecorded announcement that is to be played for caller 302is sent back to SCP 310 along with instructions to route the call to aVXML gateway 312. With the assistance of a voice server 320 accessed viasecure intranet 318, VXML gateway 312 plays a prerecorded or synthesizedprompt to caller 302 using the services of voice transport network 306.VXML gateway 312 and voice server 320 may separate, as shown in FIG. 3,or combined. For example, the synthesized prompt may be “press or say 1for John; press or say 2 for Mary; or press or say 3 for the kids.” VXMLgateway 312 then waits for an audible or DTMF response from caller 302.

Caller 302 or 322 speaks into the telephone or presses a key to indicatea selection based on the played prompt. VXML gateway 312 collects theresponse and returns the response to central office 308. Central office308 returns the response to SCP 310 and queries SCP 310 forinstructions. SCP 310 accesses database 316 to determine the next stepbased on the response from the caller. For example, information storedin database 316 may provide that when a caller presses or says “2”between the hours of 8:00 a.m. and 6:00 p.m. on Monday through Friday,the call is to be forwarded to a mobile phone (in this example, Mary'smobile phone). Accordingly, if caller 302 or 322 presses “2,” SCP 310instructs central office 308 to route the call to Mary's mobile phone.

As another example, information stored in database 316 may provide thatwhen a caller presses or says “2” for Mary, another prerecorded orsynthesized prompt should be played and that VXML gateway 312 shouldwait for another response from caller 302 or 322. For example, theprompt may be “press or say 1 if you would like to be forwarded toMary's mobile phone; press or say 2 if you would like to be forwarded toMary's work phone; or press or say 3 if you would like to leave amessage for Mary.” Caller 302 or 322 makes a selection and is eitherforwarded to Mary's mobile or work phone number or directed to Mary'svoice mail based on the caller's selection.

FIG. 4 shows an exemplary operating environment for an embodiment of thepresent invention. To control customer settings, call handling rules,and preferences related to IVR service, a user employs either a wirelineor a wireless device to connect to the Internet 402. Examples of awireline device include a personal computer (PC) 404 or a Pocket PC 406.In general, a user of a wireline device connects to the Internet 402 viaa central office (SSP or softswitch) 308 and employs services providedby an Internet service provider (“ISP”) 410. Examples of wirelessdevices that a customer can use to interface with the Internet 402include Pocket PC 406, a Personal Digital Assistant (PDA) 412, aWireless Application Protocol (WAP) device 414, or an interactive pager416. A user of PDA 412 connects to the Internet 402 via a web accessgateway 418 and employs services provided by a wireless service provider(WSP) 420. A user of WAP device 414 connects to the Internet 402 via aWAP gateway 422 and employs services provided by WSP 420. A user ofinteractive pager 416 or Pocket PC 406 also employs services of WSP 420.

The user connects to the Internet 402 and enters information regardingcustomer control settings for IVR service. The information entered bythe user is transmitted to a secure intranet 318 of the IVR serviceprovider and stored in a customer profiles database 316. A firewall 428protects intranet 318 as information is transmitted between intranet 318and the Internet 402.

The present invention provides a convenient web-based means toadminister a personal IVR service. For example, the user may createrules to route calls based on any of the following: to a pre-definednumber, to a current reach number (e.g., Mary's current reach numberbased on her calendar), to a current person's reach number (e.g.,containing the current reach number for both “Mary at work” and “Mary athome”), to wherever the called party is based on presence information(e.g., route to Mary's mobile phone if the mobile phone is on), or to aprerecorded or synthesized announcement. Additionally, different actionsmay be taken at different times. For example, the user may request thatcalls be forwarded to forwarding number A from noon to 3 p.m. andforwarded to forwarding number B from 3 p.m. to 7 p.m. The user cancreate, edit, or delete greetings, options, or rules via the web-basedinterface. The user may also want call handling based on specificsituations or topics, for example “press 4 if you are calling about thecar, press 5 if you are calling for directions to the party onSaturday.” Based on what the caller enters, there are rules directingwhere the call is routed and/or what announcement is played for thecaller.

FIG. 5 is an exemplary flow chart for a method according to anembodiment of the present invention. The user accesses the user'spersonal IVR service by connecting to a server via a web-basedinterface, block 502. The server receives the user's request and mayexecute some authentication process, such as asking for a personalidentification number (PIN) before allowing the user access to apersonal IVR service.

After verifying that the user is a subscriber to the personal IVRservice, the user's access is granted. The server provides a menu ofcommands to the user, block 504, from which the user chooses to enter aselection. For example, the user may choose to edit an initial greeting,edit an option, or edit a call handling rule associated with an initialgreeting or option. Edit should be understood to include creating,deleting, or otherwise changing an initial greeting, option, or callhandling rule. If the user wants to edit an initial greeting, block 506,the user is prompted to enter the initial greeting, block 508. Dependingon the device utilized by the user to access the personal IVR service,the user may type in the text of a greeting or may record a greeting byspeaking the greeting. After the user enters the greeting, the user mayperform another command, block 510. If the user does not want to enteradditional commands, the user disconnects from the server, block 512.

The user may choose to edit an option, block 514. The user may choose toedit an option rather than editing the initial greeting when doing so isdesirable. For example, if the initial greeting includes an optionstating “if you are interested in the car for sale, press 4” and the carhas been sold, the user may want to delete this option. The user candelete this option either by choosing to edit an initial greeting orchoosing to edit an option. Choosing to edit an option may beadvantageous if the user is only interested in editing a single optionand not multiple portions of the initial greeting. The user selects theoption to be edited, block 516, and the option is retrieved andpresented to the user for confirmation. The user edits the option, block518. In an embodiment, if the user deletes an option, then all callhandling rules associated with the deleted option are also deleted. Oncethe user has edited the option, the user is prompted whether the userwants to edit another option, block 520, or enter additional commands,block 510.

Once the user edits the option, the user is prompted whether the userwants to edit a call handling rule associated with the selected option,block 520. If the user does not want to edit a call handling rule, theuser is prompted to enter additional commands, block 510, and isdisconnected from the server, block 512, if the user does not wish toenter any additional commands.

If the user desires to edit a call handling rule, block 522, the user isprompted to select a rule to be edited, block 524. The user enters therule to be edited, block 526. One example of a rule is to forward a callto a directory number. Even more specific is a rule that provides forforwarding a call to directory number A from 8:00 a.m. to noon,forwarding a call to directory number B from noon to 6:00 p.m., ringingthe dialed directory number from 6:00 p.m. to 10:00 p.m. and from 6:00a.m. to 8:00 a.m., and forwarding a call to voice mail from 10:00 p.m.to 6:00 a.m. Another example of a rule is to play a specificannouncement. Accordingly, as part of editing a call handling rule, theuser would enter the text to be played. For example, the user may desirethe text to be played to be directions to the user's house for anupcoming party.

Once the user has entered the rule, the user enters an option with whichthe rule is to be associated, block 528. For example, if the user hasset up an option to play text consisting of directions to the user'shouse for an upcoming party, then the user associates the rulecontaining the text to be played with that option. As another example,if an option is “press or say 2 for Mary,” then the user associates therule with Mary's forwarding numbers, etc. with that option. Once theuser has edited a rule, the user is prompted whether the user wants toedit another rule, block 530, or enter additional commands, block 510.

If the user enters a command that is not recognized by the server, anerror message is displayed and the user is prompted to enter anothercommand. Likewise, an error message may be displayed if the user entersa rule that is inconsistent (e.g., forward call to forwarding number Afrom noon to midnight and forward call to forwarding number B frommidnight to 2:00 p.m.) or otherwise enters inconsistent data.

FIG. 6 is an exemplary flow chart for a method according to anembodiment of the present invention. A server or other platform where anIVR service is implemented receives an access request from a user, block602, and the server may invoke an authentication process before allowingthe user to create or modify the user's personal IVR service. After theuser provides a proper PIN or other identification information, theserver sends a menu of commands to the user for the user's personal IVRservice, block 604, and asks the user to enter a command.

The server receives a command from the user, block 606, and determinesthe command received from the user. If the user wants to edit an initialgreeting, block 608, the server prompts the user to enter the initialgreeting. Edit should be understood to include creating, deleting, orotherwise changing an initial greeting, option, or call handling rule.The server receives an initial greeting, block 610, and stores thegreeting, block 612. After the initial greeting is stored, the serverchecks whether the user wants to enter another command, block 614.

If the user's command is to edit an option, block 616, the serverprompts the user to enter the option to be edited and the serverreceives the option selection, block 618, and the option, block 620. Theserver stores the option selection and option, block 622, and querieswhether the user wishes to edit another option, block 624, or enteranother command, block 614.

If the user's command is to edit a call handling rule, block 626, theserver prompts the user to enter the call handling rule to be edited.The server receives the rule selection, block 628, and the rule, block630. The server also receives the option with which the edited rule isto be associated, block 632, and stores the rule, block 634, includingwhich option is associated with the rule. The server queries whether theuser wants to edit another call handling rule, block 636, or enteranother command, block 614. If the server receives a command that itdoes not recognize, the server displays an error message and prompts theuser to enter another command.

FIG. 7 is a flow chart illustrating an embodiment of the presentinvention. The switch serving the called party or user receives anincoming call, block 702, and determines whether the user is subscribedto personal IVR service. The call is routed to the VXML gateway/voiceserver where the user's personal IVR service is stored. The serverretrieves the personal IVR greetings, options, and rules, block 704, andplays an initial greeting to the caller, block 706. If the server doesnot expect any input from the caller, block 708, the call is provisionedaccording to the call handling rules of the personal IVR service, block710. For example, the initial greeting may indicate that the calledparty is away from the phone and the call will be forwarded directly tovoice mail. In this case, the server does not expect a selection of anyoptions or other input from the user after the initial greeting isplayed, and thus the server routes the call directly to voice mailaccording to a call handling rule of the personal IVR service.

If the server expects input from the caller, block 708, the server waitsfor entry of a command by the caller, block 712. If the caller does notenter a command, the server plays an error message, block 716. If thecaller enters a command, the server determines whether the command isone specified by the personal IVR service, block 714. For example, theinitial greeting may state “Press 1 for Mary; or press 2 for Jim.” Ifthe caller presses 3, the server does not recognize this as a propercommand based on the personal IVR service. If the command entered by thecaller is not recognized by the server, an error message is played tothe caller, block 716. If the command entered by the caller is proper,the call is provisioned according to the personal IVR service, block710. For example, if the caller enters “1” for Mary and a call handlingrule associated with option “1” is to route the call to Mary's mobilephone number, the call is routed to Mary's mobile phone when the callerpresses “1.”

The foregoing description of the exemplary embodiments of the inventionhas been presented only for the purposes of illustration and descriptionand is not intended to be exhaustive or to limit the invention to theprecise forms disclosed. Many modifications and variations are possiblein light of the above teaching.

The embodiments were chosen and described in order to explain theprinciples of the invention and their practical application so as toenable others skilled in the art to utilize the invention and variousembodiments and with various modifications as are suited to theparticular use contemplated. Alternative embodiments will becomeapparent to those skilled in the art to which the present inventionpertains without departing from its spirit and scope. Accordingly, thescope of the present invention is defined by the appended claims ratherthan the foregoing description and the exemplary embodiments describedtherein.

1. A method for administering a personal interactive voice responseservice, comprising: retrieving a personalized greeting associated witha calling party and with a called party; receiving a response from thecalling party to the greeting; retrieving stored information associatedwith the calling party's response and with the called party; andpresenting the information to the calling party.
 2. The method accordingto claim 1, wherein retrieving the stored information comprisesretrieving a recorded message to be played to the calling party.
 3. Themethod according to claim 1, wherein retrieving the stored informationcomprises retrieving text.
 4. The method according to claim 3, furthercomprising playing the text to the calling party via text-to-speechconversion.
 5. The method according to claim 1, further comprisingreceiving the stored information via web access.
 6. The method accordingto claim 1, further comprising retrieving a rule associated with thecalling party's response.
 7. The method according to claim 1, furthercomprising retrieving a distinctive ringing pattern associated with thecalling party's response and with the calling party.
 8. A serveradministering a personal interactive voice response service, the serveroperative to: retrieve a personalized greeting associated with a callingparty and with a called party; receive the calling party's response tothe greeting; retrieve stored information associated with the callingparty's response and with the called party; and present the informationto the calling party.
 9. The server according to claim 8, wherein thestored information retrieved by the server is a recorded message to beplayed to the calling party.
 10. The server according to claim 8,wherein the stored information retrieved by the server is text.
 11. Theserver according to claim 10, further operative to play the text to thecalling party via text-to-speech conversion.
 12. The server according toclaim 8, wherein the stored information is received via web access. 13.The server according to claim 8, further operative to retrieve a ruleassociated with the calling party's response.
 14. The server accordingto claim 8, further operative to retrieve a distinctive ringing patternassociated with the calling party's response and with the calling party.15. A storage medium on which is encoded instructions -for performing:retrieving a personalized greeting associated with a calling party andwith a called party; receiving a response from the calling party to thegreeting; retrieving stored information associated with the callingparty's response and with the called party; and presenting theinformation to the calling party.
 16. The storage medium according toclaim 15, further comprising instructions for retrieving a recordedmessage to be played to the calling party.
 17. The storage mediumaccording to claim 15, further comprising instructions for retrievingstored text.
 18. The storage medium according to claim 17, furthercomprising instructions for playing the stored text to the calling partyvia text-to-speech conversion.
 19. The storage medium according to claim15, further comprising instructions for receiving the stored informationvia web access.
 20. The storage medium according to claim 15, furthercomprising instructions for retrieving a distinctive ringing patternassociated with the calling party's response and with the calling party.